Job Title: Services Vendor Performance Manager - Hybrid | 10-Month Contract
About the Role:
We are seeking an experienced Services Vendor Performance Manager to oversee and elevate the performance of our key operational vendors. This role is critical in ensuring exceptional service quality, operational efficiency, and scalable vendor partnerships. You will partner with internal teams and vendor leadership to drive performance, optimize processes, and enable continuous improvement.
This is a 10-month hybrid contract opportunity for a highly analytical, strategic, and operationally savvy professional who thrives in a fast-paced, high-volume environment.
What You'll Do:
Performance Management & Reporting
- KPI & SLA Oversight: Own end-to-end vendor performance, tracking and reporting on critical metrics related to quality, efficiency, compliance, and cost.
- Data Analysis: Conduct deep-dive analyses to identify root causes of performance gaps and emerging trends. Translate insights into actionable recommendations.
- Operational Process Optimization: Streamline workflows, optimize reporting, and ensure CRM data accuracy to improve internal efficiency.
- Scalable Infrastructure: Build scalable operational frameworks for new initiatives and pilots, ensuring vendor capacity aligns with business forecasts.
- Business Reviews: Lead vendor business reviews, driving accountability and documenting action plans for improvement.
- Forecasting & Capacity: Partner with internal planning teams to ensure vendors meet short- and long-term business needs.
Strategic Partnerships & Improvement
- Continuous Improvement: Lead process improvement initiatives with vendors to enhance quality, reduce friction, and improve the customer experience.
- Contract Adherence: Ensure vendors comply with contractual agreements, security requirements, and policy updates.
- Risk Mitigation: Identify and mitigate operational and compliance risks across the vendor ecosystem.
Internal Stakeholder Management
- Serve as the operational liaison between vendors and internal teams (Product, Policy, Legal, Training, Finance).
- Translate vendor feedback and performance into actionable insights for business and product development.
- Provide regular updates to senior leadership on vendor performance and impact.
Required Qualifications:
- 7+ years of professional experience, including 5+ years in vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global environment.
- Strong analytical skills with the ability to analyze large datasets and identify trends using tools like Excel, Google Sheets, and SQL (preferred).
- Proficiency in CRM systems (especially Salesforce) and sales enablement tools (MixMax, Gong).
- Deep understanding of contact center operations, quality assurance, and process improvement frameworks (Lean, Six Sigma).
- Exceptional written and verbal communication skills with the ability to influence stakeholders at all levels.
- Project management experience with complex operational projects, clear timelines, and cross-functional dependencies.
Preferred Qualifications:
- Experience in Tech, Travel, or Gig/Sharing Economy sectors.
- Familiarity with two-sided marketplace dynamics and host/guest support operations.
- Experience launching new programs or establishing vendor operations from scratch.
